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New Member

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3 Messages

Saturday, August 14th, 2021 6:53 PM

Asurion Non Return Fee

Thank you for allowing me to describe the issue I am dealing with.  I made a claim with Asurion because one of the two exterior glass panels on my mobile phone became damaged.  I paid the $250 deductible fee and returned the damaged phone in the box provided.  The phone was delivered to the US Post Office located on 967 E Colorado Blvd, Pasadena, CA 91106 at 4:01pm on May 10, 2021; I checked my Google Map History to determine the date and time the phone was delivered to the post office.  The postal clerk told us to put the box containing the damaged phone in a basket.  I was not particularly concerned because I was returning a broken phone.

Fast forward to July 6th, and I received an email message informing me that I was being charged $650 because the phone was not returned.  I suspect this is related to the fact that I did not have the postal clerk scan the barcode on the return shipping label.  When I called AT&T about the charge, I was told that the phone was actually in inventory and had been received on May 11, and was given an internal tracking number: (Edited as per community guidelines).

At that point, I thought the matter was resolved.  Then the charge hit my account for $650.  I called again and the AT&T staff member told me that I would receive a credit for the $650 fee.  Later I received a notice that my account was past due for $550.  I called again, and that's when I learned that a $100 credit not a $650 credit had been applied to my account.

In essence, because the phone didn't have a tracking number in the USPS system, the phone is not identified in the automated processing system.  Clearly, not having the USPS clerk scan the barcode was my mistake.  But, I have paid more than $20,000 to AT&T in the past seven years.  The two new Microsoft Surface Duo devices we purchased from AT&T last September cost $3,000.  When the price dropped, we did not return our phones and order new ones to take advantage of the discount.  Now the phone sells for $699--yet I am being charged $900 by Asurion for replacing the device when taking into account the $250 deductible, and the $650 non-return fee.

I feel that I have been treated in a shabby manner.  I know the phone was returned, I was told by an AT&T representative after they "looked in a different computer system" that the return phone was received, but I was still made to pay the non-return fee.  

I cannot imagine an organization that values its customers would handle my situation this way.  I have been compelled to make multiple calls and deal with representatives that struggle to speak English, and spend hours on these calls trying to resolve this situation.  My feeling now is that AT&T does not value my business.  At this point, I wish to pay off the two phones, request that they be unlocked and change carriers.

Christopher (Edited as per community guidelines)

(Edited as per community guidelines)

Expert

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19.3K Messages

3 years ago

This isn't a home phone issue, moving to the wireless forum

Former Moderator

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260 Messages

3 years ago

Hello @carkellclarke,

Please be mindful about sharing your personal details like, Phone number, email id, IMEI number, account number, last name, Credit/Debit card number, order number, Driver licence details, address. This is a public forum and your privacy is very important to us. As per AT&T Community Forum's guidelines http://sm.att.com/b9b8aa02 your personal details will be scrubbed. Have a great day!

Regards,
AT&T Moderator

Former Employee

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32.9K Messages

3 years ago

Why are you contacting AT&T? Assurion is a total different company. Contact assurion it has nothing to do with AT&T

ACE - Sage

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117K Messages

3 years ago

If you're still having a problem, file a Better Business Bureau complaint, you can file one on both Asurion and AT&T.   It seems to me the two are not talking to each other or this would have been resolved and you would not be charged 650 on your bill. 

Just so it's clear AT&T and Asurion are not the same company. Asurion is a mobile insurance provider which provides insurance through all mobile carriers.

New Member

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11 Messages

2 years ago

I filed a complaint with the BBB & FCC back in December. Today I got a call from someone pretty high up on the chain & it’s finally resolved! Pursue every Avenue & if it doesn’t work FILE THE COMPLAINT! :) good luck guys 

Btw, They absolutely have access to their own return shipping labels! 

New Member

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3 Messages

2 years ago

When I first was assessed a non-return fee, I called AT&T.  The agent provided me with an "internal tracking number" that he found on my phone that had been received by AT&T the day after I shipped it from the Post Office in Pasadena, CA.  When I called again to have the $650 charge removed, I had misplaced the tracking number.  Several months later, I found my record of the tracking number and supplied it to an AT&T agent.  Then the charge was credited back to me.

Former Employee

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32.9K Messages

2 years ago

AT&T would not have received your phone nor charged you anything. Assurion would receive it and if not would (Edited per community guidelines) a fee if not received. 

(edited)

New Member

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3 Messages

1 year ago

So on the Asurion link https://www.asurion.com/connect/tech-tips/how-to-send-in-damaged-phone-after-receiving-replacement/ on how to mail back, it does not state you have to get a receipt. This is USPS so you can place it in the mail, which is what I did, and regret... Asurion provides the pre-paid label but isn't able to track the package when it's their label to track and no where in the instructions does it state to get a tracking receipt. And what if the customer lost the receipt? Asurion has no way to assist the customer whatsoever. So customers are (Edited per community guidelines) and slapped with a non-return fee. No.. all tracking numbers needs to be connected to our claim in case lost, stolen or receipt lost. 

(edited)

ACE - Sage

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117K Messages

1 year ago

@donnakaymorgese

on how to mail back, it does not state you have to get a receipt. This is USPS so you can place it in the mail, which is what I did, and regret...

The tracking number doesn't do any good if the package never makes it into the mail system this is why you need to get a receipt when you take your package to the post office. That is the proof that you mailed your phone and that is the proof that it has been checked into the system by the Postal Service.

Without proof that the package has been checked into the mail system the only information that is available is, "label was created", and then nothing...

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